AI-Driven ITOM Solutions Architect

ServiceNow; Dallas (TX); Hybrid; USD 140,000 - 180,000; Full time

Job summary

ServiceNow is moving from a workflow platform with AI features to an AI platform where agents do the work. The ITOM Solution Architect designs and leads technical delivery of ServiceNow ITOM solutions across CMDB and service data foundations, Discovery, Service Mapping, ITOM Health, event intelligence, and service observability, and increasingly designs the agentic layer built on top of them.

The role moves between deep technical design and executive advisory, with the judgement to give

Qualifications

• Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs.
• Depth in CMDB architecture, CSDM alignment, IRE and reconciliation design, and Discovery pattern design.
• Working command of ITOM Visibility and ITOM Health, including enterprise-scale Event Management design.
• Practical experience applying AI to operational work, and the judgement to know where it helps and where it does not.
• Infrastructure and cloud fluency: hybrid and multi-cloud architecture, containers and Kubernetes, and the network and security constraints that affect discovery and monitoring.
• Integration fluency: REST, MID Server architecture, credential and certificate handling, and event and telemetry ingestion patterns.
• Executive presence, with the ability to hold a design position under challenge and explain it without jargon.
• A collaborative, one-team posture across sales, solution consulting, and delivery.

Responsibilities

• Architect the data foundation: CMDB/CSDM design, IRE and reconciliation, and Discovery pattern design.
• Design AI-ready, trustworthy data foundations and scalable data population architectures (MID Server, collection topologies).
• Architect ITOM Health and Service Observability with SLO-based Service Reliability Management.
• Integrate monitoring estates (e.g., Dynatrace, Datadog, SolarWinds, Splunk).
• Define operational success: noise reduction, alert-to-CI coverage, MTTR, and service health accuracy.
• Define and govern the agentic layer with AI agents and guardrails.
• Build custom agentic workflows in AI Agent Studio.
• Support pre-sales scoping with realistic effort and sequencing.
• Mentor consultants toward architect capability and contribute reusable IP.
• Advise on release cadence and upgrade sequencing as part of architecture.

Skills

ITOM delivery

CMDB architecture

CSDM alignment

IRE and reconciliation

Discovery pattern design

ITOM Visibility

ITOM Health

Event Management

AI in operations

Hybrid/Multi-cloud

REST

MID Server

Security constraints

Executive communication

Education

Bachelor's degree

Tools

Dynatrace

Datadog

SolarWinds

Splunk

Job description

ServiceNow is moving from a workflow platform with AI features to an AI platform where agents do the work. The ITOM Solution Architect designs and leads technical delivery of ServiceNow ITOM solutions across CMDB and service data foundations, Discovery, Service Mapping, ITOM Health, event intelligence, and service observability, and increasingly designs the agentic layer built on top of them.

The role moves between deep technical design and executive advisory, with the judgement to give